Customer Support Executive

Work Arrangement:Fully remote

Work Schedule:8-hour shifts during off-peak UK hours, aligned to U.S. East Coast, West Coast, and Asia-based client time zones

• Example shifts may run between 6:00AM - 2:00PM GMT+8, with flexibility for week 1 of onboarding

Job Type:Independent Contractor, Full-time.
Salary Range:Based on experience, to be discussed during the interview

About Pearl Talent

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They're looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we've hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.

Hear why we exist, what we believe in, and who we're building for:Watch here

Why Work with Us?

We're not just another recruiting firm—we focus on placing candidates with exceptional US and EU founders who prioritize the long-term success of their team members. We also provide retention bonuses at 3, 6, 9, and 12 months, as well as community-driven benefits like an annual retreat.

About the Company

The Company is a London-based legal technology company transforming how large U.S. law firms manage side letters and contract data with its proprietary AI tool, ProVision. The Company supports clients across global time zones and is scaling its support operations to meet increasing demand from elite law firms. Founded by a lean team of legal-tech experts, ILS values forward-thinking, reliability, and strong communication.

The work environment is collaborative, mission-driven, and designed for long-term team building. The successful candidate will play a key role in creating a human-centered support experience as the Company continues to grow.

Key Responsibilities:

• Respond to inbound Zendesk tickets and live chat inquiries from law firm clients during off-hours (U.S. and Asia coverage)
• Troubleshoot basic platform issues or user confusion, including document upload errors and account access
• Reference and interpret the company's internal 100-page guidebook to deliver accurate and helpful support
• Escalate complex issues internally and follow through until resolved
• Design, draft, and implement SOPs for CSR workflows, ticket handling, escalation paths, and resolution standards
• Tag recurring issues for process improvements or documentation updates
• Participate in QA/bug testing when new product iterations are released to flag potential customer-impacting issues before launch.
• Assist with ad-hoc admin tasks, including guidebook updates, FAQ documentation, and internal support coordination

Immediate Tasks in the first 30 days:

• System Onboarding: Learn ILS' platform functionality, Zendesk workflows, and SOPs
• Shadowing: Observe live support interactions to understand tone and troubleshooting expectations
• Knowledge Base Deep Dive: Study the internal 100-page guidebook and documentation to build platform fluency
• Communication Calibration: Align on tone, language, and etiquette when dealing with high-end legal clients
• Test Tickets & Chat Drills: Practice responding to mock tickets and live scenarios directly with the founding team
• Support Metrics & KPIs: Develop, define, and track relevant KPIs to monitor support performance and identify opportunities for improvement.
• Start live coverage by end of Week 1 (with oversight)

Must-Haves:

• Neutral English accent and exceptional written English
• Prior experience in customer support (minimum 2 years), ideally covering graveyard/off-hours
• Tech-savvy with the ability to learn new platforms quickly and provide calm, precise responses
• Strong attention to detail and comfort following particular procedures
• Can work independently and reliably with little supervision during early morning hours.

Nice-to-Haves:

• Background in legal tech or B2B SaaS support
• Experience handling Zendesk, Intercom, or similar ticketing/live chat platforms
• Familiarity with SaaS onboarding flows and knowledge base creation
• Prior exposure to U.S. professional services (especially law or finance)
• Previous leadership or training experience, especially in mentoring CSRs or onboarding new team members

Benefits

• Competitive Salary:To be discussed during the interview
• Remote Work:Fully remote—work from anywhere
• Generous PTO:Ample paid time off to rest and recharge
• Direct Mentorship:Grow through guidance from international industry experts
• Learning & Development:Ongoing access to resources for professional growth
• Global Networking:Work and connect with professionals around the world
• Work-Life Balance:Flexible hours that support a healthy work-life balance

Our Recruitment Process

1. Application
2. PreScreening
3. Skills Assessment
4. Top-grading Interview
5. Client Interview
6. Job Offer
7. Client Onboarding

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